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Organisation Settings

Overview

The Settings module allows you to configure the organisation-wide settings for the contact centre.

Where to find Settings

  1. Open the Workspace.

  2. Select Settings from the Administration menu.


1. Security Settings

These settings are set by the administration team and apply to all workspace users. These settings specify password and login protocols that are enforced for workspace and toolbar users

Field

Description

Minimum Password Length

Enter a number that will be used to ensure a minimum number of characters in a password

Maximum Password Length

Enter a number that will be used to ensure a maximum number of characters in a password

Password Complexity

Select a Security Level between 1 and 4. See Password Complexity for more details.

Maximum Wrong Password Attempts

Enter a number that sets how many failed login attempts are allowed before an account is disabled
An administrator can enable a disabled account in User Management.

Enter 0 to disable this function

Allow Multiple Workspace Logins

Enables multiple users to log in to the Workspace using the same user details, or one user can log in from multiple locations

This will reduce the ability to audit who performs actions on the system

Session Time Out Period

Select a session time out period from the dropdown, options available are:

  • 10 minutes

  • 30 minutes

  • 1 hour

  • 2 hours

  • 4 hours

  • 8 hours

  • 12 hours

The Session Timeout Period works with the following logic:

  • Agent has logged into the Toolbar

  • The session will renew every minute after that if:

    • The Agent has interacted with the Toolbar (mouse click)

    • If the Agent is in one of the following states: Talking, Dialing, On Hold or Wrapping (Calls only)

  • If the Agent last activity is found to exceed the Organisation Session Time Out based on the above, the Agent will be logged out of the Toolbar

The Session Time Out Period applies to:

  • Agent Toolbar

  • Workspace

Additional authentication settings are available in addition to a Password for Users and Agents.

For Single Sign-On with Microsoft Azure, see: https://v8-knowledgehub.ipscape.com/TI/Microsoft-Azure-Active-Directory.1615167495.html

For Multi-factor Authentication (MFA) [TOTP or WebAuthn], see:
- For Agent configuration: https://v8-knowledgehub.ipscape.com/TAW/Agents.1553826096.html#Agents-3.Addanewagent
- For Workspace User configuration: https://v8-knowledgehub.ipscape.com/TAW/Users.1553727758.html#Users-1.AddorEditUser

NOTE: Configuration of MFA is set individually per Agents and Users profile and can not be configured globally across the Organisation.

1.1 Password Complexity

Password Security Levels

The Password Security Level is used to define how many groups, as described below, need to be present in a password. The higher the number, the less guessable (and therefore, the more secure) the password.

Security Level

Description

Level One

This is the lowest Security level. The password can contain characters from only one group. e.g. password, 654321, MY LOGIN

Level Two

The password must contain characters from at least two groups. e.g. PassWorD, 6a4b2c, MY$LOGIN#

Level Three

The password must contain characters from at least three groups. e.g. James(007)Bond, A1b2c3D, My$LogIn#

Level Four

The password must contain characters from all four groups.

Password Validation will always ensure that the User Name, the First Name, or the Last Name are not used as a part (or the whole) of the password.

For example, for a user named Bob Willis, bob123 and abcWillis are not permissible passwords.

Character Groups

Password Security is used to enforce complexity in passwords by ensuring that they are composed of a mix of characters from multiple different groups:

  • Upper case alphabetic: ABCDEFGHIJKLMNOPQRSTUVWXYZ

  • Lower case alphabetic: abcdefghijklmnopqrstuvwxyz

  • Numeric: 0123456789

  • Other: []{}<>\/|;:',.?-_~*@

This table demonstrates how many possibilities a password can have as the number of digits and the number of source groups increases. The number of possibilities directly affects the ability to guess a password.

Level

Group(s) used

5 digit

8 digit

Level One

0-9

100 thousand

100 million

Level One

a-z

11.9 million

209 billion

Level Two

a-z, 0-9

60.5 million

2,820 billion

Level Two

a-z, A-Z

380 million

53,500 billion

Level Three

a-z, A-Z, 0-9

916 million

218 trillion

Level Four

a-z, A-Z, 0-9, [other]

7.34 billion

6,100 trillion


2. Agent Toolbar Settings

These settings are used to define agent settings in the toolbar

Field name

Description

Enforce valid pause reason

Select to enforce selection of a valid pause reason

Agent can request assistance

Enables or disables the Agent Assist functionality for the agents in the organisation.

If the checkbox is disabled, the Agent assistance icon will not be visible on the Agent toolbar.

These settings are set by the administration team and apply to all Agent Toolbar users.


4. LDAP Settings

These settings define how the Lightweight Directory Access Protocol (LDAP) is applied across the organisation.
LDAP is a protocol for accessing and maintaining distributed directory information services over an Internet Protocol (IP) network. It is used here to provide a "single sign-on" where one password for a user is shared between many services, such as applying a company login code to web pages.

Field name

Description

LDAP Host

Enter the IP address for the LDAP server to be used to verify a log-on name and password.
Use the IPv4 format: http://xxx.xxx.xxx.xxx  

DN Template

Enter the directory structure that your LDAP database uses, e.g. cn=%user%,ou=People,dc=acme,dc=com,dc=au

Please request the structure from your network administrator.

Use TLS

Click the checkbox to enable the use of Transport Layer Security (TLS), which is a cryptographic protocol designed to provide communications security over a computer network. 

If LDAP is enabled, TCP or UDP port 389 will be used. Please ensure that this port is open and available


5. Predictive Dialler Settings 

These settings control how the predictive dialler manages its call abandonment rates and how restricted the agent is when dialling has commenced on their behalf. A Predictive Dialler is a software module that dials a list of telephone numbers and connects any answered calls to available agents.

In an Outbound Campaign, the Dialler makes calls to the leads provided. The dialler can be configured using this section. A dialler is a software module that dials a list of telephone numbers and connects any answered calls to available agents.

The Cloud Contact Centre predictive dialler uses statistical algorithms to minimize the time that agents spend waiting between conversations while minimizing the occurrence of someone answering when no agent is available. 

The predictive dialler is also adaptive, which means it is continually updating predictive dialling probabilities and managing the dialler strategies for performance and compliance with legislation, for example, the Telecommunications Industry Standard (Telemarketing and Research Calls) Industry Standard 2017

Field

Description

Dialler Maximum Abandon Rate (%)

Enter a number that the predictive dialler will use as its upper limit for abandoned calls. When the abandoned calls % approaches this figure, the adaptive dialler will lower its call ratios. Some telecommunication authorities mandate a maximum abandoned calls rate. Also, see the Campaign Dialler Performance report.

The default setting is 3%.

Limit Actions when Dialling

The dialler starts dialling one or more calls for an agent as soon as the agent's state changes to 'Available'. So, if the agent goes to pause, or logs out, or makes a manual call, the dialler may not be able to find an available agent to whom to allocate any of the dialled calls which are answered. This can lead to a dialler hangup. You can prevent this happening by enabling this setting, which causes the pause, log out and manual call functions to be disabled when the system is dialling for the agent. 

The default setting is enabled. 

When this feature is enabled, the agent will be unable to log out except in one of two states: 

  1. The agent is in an Available state and the dialler isn't dialling 

  2. The agent is in a Paused state

In all other agent states, any attempt to log out will be rejected with an error message saying: "Logout is not permitted from the current state".  

If there are no leads left to be called, pauselog out, and make manual call will not be disabled, irrespective of the state of this setting.


6. Call Settings

These settings determine the organisation settings for:

  • How call recordings are managed

  • Whether manual calls can be assigned to campaigns

  • What CLI is offered by default

  • The default dialler strategy used for each list used in an outbound campaign

Field

Description

Organisation CLI

The CLI (Caller Line Identification) is the phone number that is displayed to the called party when a call is connected. This can be set at the Organisation level with this setting.

This setting can be overridden, in specific circumstances by the Agent CLI setting in Edit Agent Details and/or the Campaign CLI setting in Create or Edit Outbound Campaign.

Default MOH Playlist

Select the playlist that will be used by default for music on hold. See Resources > Files > Playlists.

Agent Ring Timeout

This can be used for Remote Agents. When set, the system will attempt to connect to the Agent and if the Agent does not answer within the specified time, the agent state will be automatically set to auto-pause.

External Ring Timeout

This can be used to set the time out for Outbound Calls. When set, the system will mark the call as "No Answer" if the Customer does not answer the call in the specified time.

Enable Call Recording

Click the checkbox to enable the recording of calls between contacts and agents. The agent to contact leg is recorded, capturing everything the contact and agent says and hears excluding the on-hold music or DTMF tones captured during a ipSCAPE Pay transaction which are not recorded

Encrypt Call Recording

Click the checkbox to enable the encryption of recordings of calls between contacts and agents. When enabled, this feature prevents call recordings from being downloaded to the desktop as an MP3 file.

An encrypted recording can only be replayed in the workspace, however, copies of encrypted call recordings can be requested from the ipSCAPE Service Desk by raising a ticket including the Interaction ID.

Allow transfers outside campaign

Click the checkbox to enable or disable agents from transferring calls to other agents outside the designated campaign.
Upon selecting the checkbox, agents will be able to transfer calls to agents outside the campaign of the Interaction.

Calls transferred to an agent outside the assigned campaign would not be transferrable back to the original agent.

 


7. Chat Settings

These settings define how the organisation manages chat campaigns.

Field

Description

Maximum active chats

Set the number of concurrent chats in which an agent is allowed to participate. Select between one and five.

Default Theme

Set the default chat theme for the organisation. A campaign may use the default theme or may set its own theme for the campaign.

A Chat Theme must be set up before it appears in the 'Chat Theme' drop-down box.


8. Email Settings

Field

Description

Maximum active emails

Set the number of concurrent emails in which an agent is allowed to participate. Select between one and five.


9. Timezone Settings

These settings define two parameters that adjust the operation of the system to meet local conventions - the organisation timezone and the date format used in all record displays.

Field

Description

Region

The Organisation region defines the location of the contact centre and implicitly defines the rules for the application of daylight savings time. It is used to control when events occur in the system, to try and ensure all operations take place at times that are convenient to the affected parties. However, since a contact centre may have agents in multiple timezones, and be servicing contacts in multiple timezones, separate timezone settings are also available for users, agents, contacts and campaigns. Obviously, if the contact centre's operations are confined to just one timezone, all these timezone settings will be the same. 

Timezone

The Organisation Timezone can be selected by first selecting the region, and then the specific timezone within that region, from the drop-down lists. 

The fields in the drop-down lists use the IANA Timezone database. The IANA convention refers to timezones using a concatenation of the region and the local timezone description, separated by a '/' character. For example, "Australia/Sydney". 

Date display format

The date format affects how dates are displayed for all users throughout the system. Multiple formats are supported, reflecting the main date formatting conventions used around the world.


10. Channel Settings

These settings define the default email channel to be used for sending emails. An email campaign is most likely to use a campaign-specific email channel, however, this setting determines the channel used for the sending of generated reports, call recordings, and system alerts.

The channel settings define the default email channel to be used for sending emails. The SMTP server settings for the selected channel are used for this purpose. 

The default Email Channel is used in the following situations: 

  • When sending scheduled reports or report snapshots to users.

  • When sending a call recording by email. 

Field

Description

Default Email Channel

Click on the field to open the drop-down selection list.

Select an email channel from the list.

An email channel must be set up for it to appear in the ‘Default Email Channel’ dropdown.


11. Active Directory settings

These settings allow agents to have accessibility on their current organisation directory using Azure once enabled. Only users with enough authorisation can sync the Active Directory manually.

An Azure Administrator can configure the application, please see: Microsoft Azure Active Directory Integration

Field

Description

Enable Active Directory

Check to enable the Azure Directory for Agent Toolbar

Provider

Directory provider. Currently only Azure Active Directory is available from this dropdown.

Tenant ID

The Azure Tenant ID is a Global Unique Identifier (GUID) for the Microsoft 365 Tenant.

The ID is used to identify the Microsoft tenant and it's not the organisation name or domain name.

Client ID

The client ID is the unique Application (client) ID assigned to the app by Azure AD when the app was registered.

The Application (Client) ID can be found in the Azure subscription by Azure AD > Enterprise applications > Application ID.

Client secret

The Client secret value provided from Azure.

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